Charlotte, NC, USA, Dec. 21, 2020 -- Amid the chaos of the COVID-19 pandemic, TTEC helped the Charlotte Center for Legal Advocacy, organizers of 335forNC, stand up a contact center to assist low-income families in applying for grant funds from the North Carolina Department of Revenue (NCDOR).
The program provided $335 in COVID-19 relief funding to low-income families as part of the NCDOR's N.C. Extra Credit Grant program. The original Oct. 15, 2020 deadline was extended to Dec. 7, 2020 requiring 335forNC to mobilize extra support quickly in order to help eligible families complete applications in a short timeframe.
"TTEC's CXaaS platform provided 335forNC with the ability to rapidly deploy both the citizen engagement technology and the multilingual support required to serve a diverse set of families. The main goal was to assist families in need, and we were fortunate to gather the resources to navigate them through the application process. A combination of leadership experience at the frontline and leveraging TTEC's technology allowed our teams to build a strong bridge to aid these North Carolina families," said L.T. McCrimmon, administrator at 335forNC.
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Within 72 hours in late November, TTEC had set up contact center infrastructure and staffed 60 experienced public sector agents to answer questions related to the grant application process. During the two-week extension period, TTEC helped families complete applications to the fund.
"TTEC is proud to assist the North Carolina community and support families in need. 335forNC relied on us to do in 72 hours what for many providers would take six months," said Nick Cerise, Chief Marketing Officer at TTEC. "Our team of CX experts takes pride in providing the service to help get these families the financial support they need."
Posted by Veronica Silva Cusi, news correspondent
TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Published: Tuesday, December 22, 2020
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